exceptional profit

Consciously creating your corporate culture: Just a frill?

              Consciously striving to create a positive corporate culture may sound like a fluffy, expensive frill.  But it brings hard-nosed, impossible-to-knock-off results.  Ask Southwest Airlines:  A host of low-cost, short-haul competitors  (Remember United’s “Ted” brand? What, you don’t?)  Those copycats are gone now: Southwest’s culture–a culture that’s impossible for …

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Labor Day, customer service, and serving your employees

Labor Day is a good time to remember: you’ll never achieve great customer service without great employees – treated in the manner they deserve. There’s no shortcut here, no way to “game” this.  The overlap between the “greatest companies to work for” and the companies with the highest-rated customer service is enormous.  Container Store, Costco, …

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The 5 words you can NEVER say in customer service: "Did you plug it in?"

DYPII : Did You Plug It In? Photo and article © Micah Solomon The language of service recovery When a customer contacts you to complain about your service, or needs your help in addressing a service-related breakdown – what I call “service recovery” – there is almost nothing that matters more to your ultimate success …

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No food, no drink (and no customers) allowed!

By Micah Solomon – keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.” Visit with Micah at http://customerserviceguru.com When visiting the postcard-perfect town of Bar Harbor, Maine, I’ve noticed that a social virus of sorts has spread from …

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Learning customer service (and serial positions) by being blindfolded

By Micah Solomon – keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.” Visit with Micah at http://customerserviceguru.com If you were here with me right now, the first thing I’d need to do [if you really want to …

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The ultimate reason to be nice to a customer

By Micah Solomon – keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.” Visit with Micah at http://customerserviceguru.com Funerary art: Hermes guiding the departed Myrrhine Not that it comes down to this often, in most lines of work. …

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Barriers to entry bar more customers than you think.

By Micah Solomon – keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.” Visit with Micah at http://customerserviceguru.com A warm welcome, 30th St. Station Philadelphia When you give a warm welcome (or you don’t) to what you think …

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Department of First and Last Impressions

By Micah Solomon – keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.” Visit with Micah at http://customerserviceguru.com Quick, think: Who is the first and last person your customers talk to when they’re on your premises, or on …

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A warm welcome worth $100 million

By Micah Solomon – keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.” Visit with Micah at http://customerserviceguru.com A future benefactor of your business, whether a future customer, lender, star employee, or other benefactor, may first see your …

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